Customer Service Specialist

Lift optics is seeking a Customer Service Specialist with optical lens expertise to support its accounts. The role serves as the main point of contact, reviews and troubleshoots optical orders and lens issues, coordinates with lab teams, manages remakes and warranty claims, and provides accurate job updates.

Responsibilities:

• Be the main point of contact for our accounts by phone and email
• Take and review orders placed by phone, RxWizard, and Vision Web; catch Rx or order errors before they hit production
• Troubleshoot lens issues with doctors and opticians: power, axis, PD, seg height, base curve, coating, tint, and cosmetic complaints
• Handle remakes and warranty claims, and figure out the cause (lab error, measurement error, or adaptation)
• Track job status and give accounts accurate updates on where their job is
• Work directly with surfacing, edging, AR, and QC to resolve problems and expedite rush jobs
• Answer product questions on Shamir, Hoya, and Zeiss lenses
• Help with insurance orders (VSP and others)
• Keep clean, accurate notes on every account interaction

Requirements:

• At least [2] years of experience in an optical lab (wholesale lab preferred)
• Strong understanding of prescriptions, lens designs, materials, and coatings
• Able to look at an Rx or a finished lens and tell when something is wrong
• Clear, professional communication on the phone and in writing
• Organized and able to handle a high volume of calls without dropping follow-ups
• Comfortable working with lab software and order portals